Frequently Asked Questions
Delivery and Lead Time
Rugs are typically made within 3-4 weeks from the date of order, provided the stock is available.
Delivery usually takes an additional 3-5 working days. Opting for Priority Delivery upgrades your delivery, making this just 1-2 days and ensures it arrives on your chosen delivery date.
Standard delivery within the UK mainland is free for all rugs. Some items, such as cleaning kits, or underlays may incur a charge for delivery at checkout.
A priority delivery service is available for an additional charge, including options for before midday or Saturday delivery, this can be selected before checkout.
For non-mainland UK and overseas deliveries, please contact us for a quote. For a more in depth explanation of delivery see here.
Yes, we do. It takes 4 weeks to make a rug plus 3-14 days for delivery, depending on the destination. Delivery charges depend on the rug's size and destination. Please contact us for a quote.
Ordering and Returns
Rugs can be ordered online via our Rug Shop or our "Design Your Own Rug" tool.
You can also request samples before making a purchase, in the "Design Your Own Rug" or by contacting us directly.
Yes, we encourage you to request samples to see the colors and textures in person.
Click on the product you'd like a free sample of and in from the option 'Natural Rug Sizes' select 'Free Sample' This will add it to your basket. Add a few combinations you'd like to see and checkout your order. We'll send them out to you in the next few days. Alternatively Go to the "Rug Designer" tool in the top menu, then: 1. Create a rug of the samples you would like to order.
2. At the final price page, you will see an option to "Order Samples".
All rugs are made to order and cannot be returned or exchanged unless damaged on receipt.
Always view samples before purchasing. See our full policy on returns here.
All our rugs are meticulously checked before dispatch and come with a signed certificate of quality. However, if your rug arrives with severely damaged packaging, sign for the parcel and mark it ‘unchecked on receipt’ with the delivery driver.
Once the rug is fully unpacked, if there is any damage, inform us as soon as possible. We will then take appropriate steps to collect the damaged rug and organize a replacement.
We cannot be held responsible for any damage once the rug has been used.
Product Care and Maintenance
We have a comprehensive guide on caring for your natural rug. You can find it here. We also have a fantastic Cleaning Kit, specifically designed to clean Natural Rugs & Carpets, here.
Natural fiber rugs should not be placed in areas where they are likely to get wet. While Intec Stain Protection Treatment can help protect against water and stains, it does not make the rug waterproof. If you need a rug for an area that is likely to get wet, consider our Indoor/Outdoor Rug range, which are water-resistant and UV stable, but with the aesthetic of Natural materials.
Natural fiber rugs may shed during the initial conditioning process, but this will reduce over time.
Natural rugs are hypoallergenic and shed very little. They can trap allergens, improving air quality if vacuumed regularly.
Most pets will leave natural rugs alone. However, new puppies may chew on rugs, so it’s best to keep the rug in a separate room until they grow out of this behavior.
Product Specifications
There is no minimum size; rugs can be made as small as a doormat. The maximum width is 4 or 5 meters depending on the material, and the length can be up to 7 meters for standard orders.
Contact us for larger sizes.
Yes, the border is included in the rug's measurement.
Leather borders will show a seam approximately every 40-120cm due to the natural hide used. This is a natural hide product, so this is completely unavoidable.
Rug Selection and Customization
Sisal is the most hardwearing natural rug, followed closely by Seagrass, then Coir, then Jute. All of these Natural Fiber Materials are hard wearing though, and you should not have any problems with any of them.
Jute is the softest plant-based rug, suitable for low traffic areas. Wool is the softest natural material.
Smooth, tightly woven Sisal, Wool, or Seagrass rugs are ideal for dining areas as they allow chairs to move easily. Chunkier weaves would be best avoided here.
It is not advisable to use natural fiber rugs outdoors, as they are not waterproof.
However, we offer outdoor-friendly alternatives that resemble Sisal. Check out out Polypropelene Rug range. These can be used indoors in high moisture areas or outdoors on decks and patios.
Natural rugs can be used in large bathroom spaces, away from water sources. For water-resistant options, see our Polypropelene Rug range of faux Sisal alternatives.
Additional Information
It depends on the product chosen. Sisal, Seagrass, Jute, and Coir have a natural latex backing to prevent slipping.
Underlay or anti-slip is generally recommended for additional protection and insulation.
Yes, we have a brochure illustrating all available products. Please contact us to request one.